DIGITAL CLIENT EXPERIENCE MANAGER

DIGITAL CLIENT EXPERIENCE MANAGER
LOCATION: Lilongwe

BUSINESS SEGMENT: Business & Commercial Banking

OVERVIEW

Standard Bank Group is a leading Africa-focused financial services group and an innovative player on the global stage. The organisation offers a variety of career opportunities and serves individuals, businesses, high-net-worth families, multinational corporations, and institutions.

Standard Bank is passionate about creating growth in Africa by delivering meaningful value to its clients and the communities it serves.

The Group invites applications from suitably qualified and experienced professionals for the position of Digital Client Experience Manager, based in Lilongwe, Malawi.

JOB TYPE: Full Time

Date Posted: Friday, 6th November 2026

Application Deadline: Not specified

POSITION: DIGITAL CLIENT EXPERIENCE MANAGER

JOB SUMMARY

The Digital Client Experience Manager will lead the adoption and growth of the Bank's digital channels and payment solutions within the Business and Commercial Banking (BCB) business.

The successful candidate will develop and deliver strategies that increase customer registrations, active usage, transaction volumes, and revenue. The role will use customer insights, market trends, and performance data to improve the digital customer experience, strengthen merchant engagement, and ensure that digital solutions are implemented effectively, securely, and profitably.

DUTIES AND KEY RESPONSIBILITIES

The successful candidate will be responsible for:

Developing and delivering the Bank's digital adoption and channel growth strategy, with clear targets for customer activation, usage, transaction growth, and revenue.

Leading the growth and effective management of digital banking, card-acquiring, and merchant payment solutions.

Using customer, merchant, competitor, and channel data to identify adoption barriers, market opportunities, and areas for improving the digital customer experience.

Developing business cases, campaigns, and customer value propositions that support digital adoption, merchant acquisition, channel usage, and sustainable financial growth.

Overseeing the end-to-end implementation and performance of digital and acquiring solutions, including customer onboarding, merchant processes, pricing, system readiness, service support, and vendor delivery.

Monitoring channel performance, revenue, costs, customer retention, and campaign effectiveness.

Taking corrective action where performance falls below expectations.

Ensuring effective risk management, regulatory compliance, operational controls, governance, and service standards across all digital and acquiring activities.

Leading and managing the team through clear performance goals, regular coaching, talent development, and employee engagement.

Building the capabilities and accountability required to achieve digital adoption and business targets.
KEY REQUIREMENTS

Academic Qualifications

Applicants must possess:

A Bachelor's degree in Business, Commerce, Marketing, Information Technology, Digital Banking, or a related field.

A relevant postgraduate or professional qualification will be an added advantage.

Professional Experience

Applicants should have:

At least five (5) to seven (7) years of experience in digital banking, electronic payments, card acquiring, channel management, e-commerce, product management, or a related financial-services environment.

Demonstrated experience driving digital adoption, sales growth, customer engagement, or change initiatives.

Good understanding of card issuing and acquiring, merchant services, digital banking platforms, pricing, and payment processes.

Experience using customer and performance data to guide business decisions and measure commercial outcomes.

Strong stakeholder-management experience, with the ability to work across business, technology, operations, risk, marketing, and external service providers.

Previous people-management or team-leadership experience will be an added advantage.

BEHAVIOURAL COMPETENCIES

The ideal candidate should demonstrate:

Strategic and Commercial Thinking: Ability to connect digital initiatives to customer value, revenue growth, profitability, and long-term business priorities.

Customer Focus: Ability to use customer and merchant insights to simplify journeys and improve the overall digital experience.

Driving Results: Takes ownership, acts with urgency, and remains focused on achieving challenging adoption and financial targets.

Collaboration and Influence: Builds strong relationships and works effectively across business units, technology teams, vendors, and external partners.

Innovation and Adaptability: Challenges existing approaches, embraces change, and develops practical solutions in a fast-changing digital environment.

TECHNICAL COMPETENCIES

Applicants should demonstrate knowledge and competence in:

Economic Capital Management.

Financial Management.

Product and Services Knowledge.

Risk Identification.

Risk Reporting.

Risk Response Strategy.

Risk/Reward Thinking.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be measured through:

Growth in digitally active customers and merchants.

Increased digital-channel usage and transaction volumes.

Achievement of revenue, profitability, and adoption targets.

Improved customer and merchant experience.

Strong operational, risk, and compliance performance.

HOW TO APPLY

Interested and suitably qualified candidates should apply through Standard Bank Group's official recruitment portal.

Application Link: https://jobs.smartrecruiters.com/StandardBankGroup/744000160172120-digital-client-experience-manager

Applicants should review the official vacancy page and follow the application instructions provided.

Duty Station: Lilongwe, Malawi

Closing Date: Not specified

Only shortlisted candidates will be contacted.

IMPORTANT: By clicking the application link, applicants will be redirected to a third-party recruitment website where the third party's terms and privacy policy apply.